When I travel, I make it point to stay at a Garden Inn by Hilton when one is available. I go there not only because I typically have a good experience with the Garden Inns over-all, but because I absolutely love the Garden Rest Sleep System beds that are the prominet feature of the Garden Inn by Hilton chain.
In late march, I arrived at the Rancho Mirage Garden Inn on a slow Monday before noon and asked for a single king room for 3 nights. I was told that they did not have any king beds available - only a queen. I mentioned that I prefer a king, but if they didn' t have one, I suppose I could settle for a queen bed. At first, the desk clerk quoted me $174.00 per night and after I told him that I thought that was rather high (compared to other Garden Inns I have stayed at), he lowered the rate to $162.00 per night. I presented my credit card and photo ID and then waited, and waited and waited -- due to the computer problems the desk clerk said they were having. While I was waiting for something to happen, I mention to the desk clerk that I am really looking forward to sleeping on the Garden Rest Sleep System bed, as I get a great sleep on them and in fact, I bought one for my home use. (I also noticed the counter display of the Garden Rest Sleep System prominently displayed on the front counter -- further anchoring my anticipation of experiencing a Garden Sleep System night.) (This is when this desk clerk had an opportunity to inform me that this particular Garden Inn of 120 rooms, has only 10 rooms furinished with the Garden Rest Sleep System -- but never did he mention this to me.)
About 6 minutes into this transaction, the computers were still not working and another guest arrived at the desk and was being helped by the 2nd desk clerk. This guest arrived about 6 minutes after I had been told that there were no more king size beds. When this new guest was told that there were no king size beds available, he was disappointed (as was I), and he asked the clerk if it was too late to cancel his reservation. With that, the clerk replied: "Well, actually, it seems that I do have one King bed left.) Well, that was interesting, because I had just been denied a king bed -- and I was there first!
So, it has now been about 10 minutes waiting for my room transaction to go through their computer and the clerk has handed me back my ID & credit card. The next thing I know, the young clerk is now asking for my credit card and ID again. It seems that the transaction was dumped by the computer. At this point, I was PO'ed that I was denied the king bed and also put-off by the huge delay I was experiencing.
I simply walked out.
2 days later, due to circumstances pertaining to my travel plans, I once again went to the Rancho Mirage Garden Inn to get a room. This time, it was late in the evening with a different desk clerk ad this time, instead of $162 for the night, they were charging $220.00 per night. This was a shock for a Wednesday night (weekends I might understand, but not mid week). And still expecting a great night's sleep on the Garden rest Sleep System.
I was in sort of a bind and needed a room so, I figured I would pay the $220.00 and rationalized that it would be worth it to sleep on the Garden Rest Sleep ssytem. I also mention to this desk clerk that I was looking forward to sleeping on the Garden Rest Sleep System bed. (2nd opportunity to tell me that none were avaialbe.)
When I got to my over-priced room, I put my stuff up and slipped-off my shoes and expected to sink into the Garden Rest Sleep System bed. EXCEPT, it was a regular, standard spring mattres -- not different than you would expect from a Motel 8 or similar operation. When I called the desk to ask about the sleep system bed, this is when I was told that out of the 120 rooms in the hotel, only 10 rooms were furinished with the Garden Rest Sleep System bed. (For those of your who don't know, the Garden Sleep System beds are great and retail for over $2,200.00.)
I was extremely disappointed and if it handn't been so late and I not so tired, I would have left. The desk clerk said she would e-mail the manager my concerns and he would call me in the AM.
In the AM, I never received a call from the Manager so I initiated the call. Art, the GM, was very nice on the phone and went into great detail informing me of all the reasons that this particular Garden Inn only has 10 of the beds that the Garden Inns are famous for. Although he was very professional and pleasant over the phone, I wasn't buying the explaination he was giving. In any case, Art adjusted my room charge to my general satisfaction.
It seems that this Garden Inn is not a corporate owned Garden Inn -- it is a franchised property and apparently, the owners can do with it what they want.
When I was leaving the hotel, I asked the desk clerk where in there area I could get a good breakfast (I had missed the breakfast at the hotel.) She thought for a moment, and then told me that there was an IHOP just down the road. I asked how far down the road, and her response was :"a ways down the road." I then asked: "how far is a ways?" and her reply was: "I don't know exactly how far it is, but it's a ways down the road." At this point, I was so frustrated with my entire experience with is hotel, I just walked out -- never to return.
The experience I had with this particular Garden Inn by Hilton, was just bizarre compared to the excellent experience I have had with the nearly 1 dozen combined stays I have had at other Garden Inns. (I'm a Hilton Rewards member as well.)
The Garden Inn by Hilton is the first place I look for when I'm on the road. The property in Rancho Mirage, CA ought to be closed by Hilton until they are appropriately furnished and come up to the high standards that the other Garden Inn properties.
- Official Description (provided by the hotel):
- Combine business with leisure at the Hilton Garden Inn Palm Springs/Rancho Mirage, located in the heart of Palm Springs Valley, within close proximity to top corporations and local attractions. Our Palm Springs area hotel is the perfect place to get inspired and rejuvenate. Relax and enjoy world class spas, championship golf courses, hiking trails, casinos, Palm Springs Aerial Tramway, Knott's Soak City Water Park, El Paseo Shopping District and Desert Hills Premium Outlets.Whether you are meeting an important client, reconnecting with family, or enjoying a round of golf, having everything you need is critical to being your best on your big day. Making sure your event is fully prepared is our main focus. When tomorrow's a big day, stay at the Hilton Garden Inn Palm Springs Rancho Mirage CA. ... more less
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- Also Known As:
- Hilton Garden Inn Palm Springs/Rancho Mirage Hotel Rancho Mirage
- Hilton Garden Inn Rancho Mirage
- Hilton Rancho Mirage
- Rancho Mirage Hilton
- Hilton Garden Inn Palm Springs/Rancho Mirage CA - California Desert